Our 2022 Global Consumer Experience Trends report revealed that consumers are more disenfranchised with customer experience than ever - and without drastic action, they’re not going to stick around. We’ve put together a list of 10 must-read CX books to inspire action in 2022, or read on for our top three recommendations.
As the new year dawns, customer experience (CX) professionals need to stay on top of the latest best practices if they’re to beat the competition. Ranging from pandemic examinations to new CX metrics, these books cover everything you need to know for the coming 12 months and beyond.
Bolstered by real-world case studies, personal experiences, best practices and more, the books on our list have made the cut due to their unique insights and dependable approach to brilliant customer experiences.
Created with years of collective CX experience, the step-by-step guidance and insights contained within these books are the best tools for creating unforgettable CX strategies that pay dividends. No matter your CX level, these books will help you to develop a CX program that will excite your customers and your stakeholders alike.
Our recommendations include both hardback and audio books to help you absorb useful CX information however works best for you.
1. Winning on Purpose: The Unbeatable Strategy of Loving Customers
By Fred Reichheld
The Net Promoter Score (NPS) system revolutionized how we see CX success, and twenty years later, its creator Fred Reichheld is expanding his viewpoint on delivering brilliant customer experience. Describing his new standard for customer experiences - the Earned Growth Rate, a complementary measure alongside NPS - this book details a further two decades of insights into why loving your customers brings you enduring loyalty and financial success. With illustrative corporate examples from a range of industries and narratives from his personal experience, Reichheld outlines best practices to guide CX leaders of all levels in truly showing their customers love.
2. More is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks-Off Customer Experiences
By Blake Morgan
In the world of customer experience, there’s no such thing as going overboard, according to “customer experience futurist” Blake Morgan. Brands that want to hold onto their customers’ business must not hold back when it comes to customer experience, taking “more is more” as their mantra. Morgan neatly outlines how to go all-in to outdo the competition and implement customer experience that’s more than just lip service. With case studies, research and recommendations, Morgan’s philosophy is compellingly outlined for the modern CX professional.
3. The Great Lockdown: Lessons Learned During the Pandemic from Organizations Around the World
By Shivaji Das, Aroop Zutshi and Janesh Janardhanan
As the new year begins, it’s important to look back on past strategies and hone new approaches accordingly. With the COVID-19 pandemic stress-testing many businesses’ approach to customer experience, the authors of this tome encourage CX professionals to take heed of history and change tack as appropriate. This collection of real-world, global examples and tried-and-tested strategies from the pandemic era will help you to tackle unexpected roadblocks and offer your customers an enduringly unforgettable experience.
Content credit Qualtrics
Qualtrics, the world’s No. 1 Experience Management (XM) provider and creator of the XM category, is changing the way organisations manage and improve the four core experiences of business—customer, employee, product, and brand. Over 13,500 organisations around the world are using Qualtrics to listen, understand, and take action on experience data (X-data™)—the beliefs, emotions, and intentions that tell you why things are happening, and what to do about it. The Qualtrics XM Platform™ is a system of action that helps businesses attract customers who stay longer and buy more, engage employees who build a positive culture, develop breakthrough products people love, and build a brand people are passionate about. To learn more, please visit qualtrics.com.
